Luxury Flooring and Furnishings www.luxuryflooringandfurnishings.co.uk

Ordered a flooring sample from Luxury Flooring & Furnishings, we ordered 15 boxes which when arrived were a completely different colour to the sample. We thought this would make it an easy return but how wrong we were. The initially tried to make us pay for a pallet return, almost £100 and then initially refused to refund the initial delivery cost. The worst part though - they refused to refund one box because the box was 'opened' and therefore 'unsaleable' - the packaging was completely opaque so I am still not sure how I was supposed to tell we had been delivered the completely wrong products? Why should the customer have to pay because the company doesn't have the processes in place to repackage items? Do they just throw away 15kg of wood because some cardboard was ripped? Customer service staff are clueless and incompetent and clearly have no idea what they are doing. Avoid dealing with them, there are much better companies out there.

This company have some highly questionable customer service practices in place.

In short, when requesting a refund outside of the 30 days (as several professional fitters questioned the quality of the ‘click’ system and refused to fit it for us) the whole team have been tremendously unhelpful and evasive.

When you ring to discuss concerns, they automatically defer your calls. When emailing, they ignore your messages. We are still awaiting a reply or confirmation from a email sent on 10th July.

Perhaps most concerning is how the company use recordings of telephone calls. These are used almost as ‘evidence’ against your requests for refunds-not to support with training as stated. I have some significant concerns about the ethics surrounding this practice, particularly with regards to how they use this strategy with the most vulnerable in society to intimidate. When challenged on this, they refused to comment.

I would certainly read more reviews about these sorts of companies in the future.

** AVOID THIS COMPANY AT ALL COSTS! **

I wish I had read the reviews before purchasing from this company, as my experience is exactly the same as so many other customers.

We had a brand new floor fitted and in 7 months it has already started lifting in loads of areas. They will do anything they can to pass the blame and not to honour their guaruntee.

They want to charge me £240 to come out and do an inspection.

They take days to reply to emails, and even before we had this quality issue, the buying process was a shambles.

Absolute sham artists, massively regret using them.

Do not buy from this company! I purchased £6000 worth of flooring Brimham aged sunshine. I have had hard wood flooring in a previous property and never ever had an issue. The first floor I have had laid has marked even when sweeping. The company do not care. There are huge deep marks in the floor and I have been told to sand it and re stain it. It takes two days for an email to be answered and it is impossible to speak to a manager or supervisor. Basically I have wasted £6000 on flooring that is of horrendous quality. Please be aware and do NOT spend your money with these sharks.

After months looking for the wood floor to our new home,Red million internet reviews we decided to buy from Luxury flooring,the price was a bit more expensive but the quality would pay off.

We spoke with a guy who seems very friendly and helpful to fit all our needs,after some emails and phone calls we decided to go to engineering wood floor 20mm "oak" uv oiled,I was concerned about the oiling part but he calmed me down saying:

"It's like lacquered,you can clean and use in any way,it's super strong and we give 25 years warranty ".

We look for a top fitters company £4.500 to fit it(was considered solid wood because the thickness),plus £5000 of wood,but we aways thinking we will have good floor in out home forever.After 2 weeks on installation we finally have our stunning home for us,that's how the nightmare began,we put some clothes to wash and hang in out room,when we wake up we have a huge stain on the floor,the wood become white,we sent a picture to the company,asking how that happened with water splash,not received answering,than I realised I have some small deep scratches where I brushed earlier in the morning.

I contacted the customer service to question them about the quality,so they completely change the way,claiming I cannot have any splash of water touching the floor and don't dry immediately,if I leave I will loose the warranty,they cannot help me with the dents too,im scared to clean the floor and have it completely ruined and the only thing customer service can say is :"I'm so sorry,I understand your frustration".

Now I have no idea what to do because the customer service will not helping me with anything,can not prove that's the real oak,they will not give me any warranty after 1 week use,after spending almost 10k to have it done I have to spending more to remaking it!

Terrible customer service(the person I spoke to is the worst customer service agent I have ever had to deal with) and very slow response and delivery. Unable to fulfill orders in time frame promised. They do not care. Would not use again or recommend. Use one of the many other flooring companies, you will regret using this company

Avoid “Luxury flooring”: they sent me a flimsy 3 ply, rather than the multi ply oak engineered floor that I contracted and paid for.

As my fitters were mid-project, tenants due to move in & Luxury flooring could still not provide the original product, I had no choice but to continue with the fitting of this- more lightweight, more flimsy, less resistant to moisture. I had shopped around & rejected samples of 3 ply, but they they suckered me into this- beware.

They eventually gave me £125 refund on a £2,000 order - that did not even cover the extra payment I had to make for the trouble to the 2 fitters who are laying the floor!

Of course, I should have checked the floor prior to using it, but I trusted this company when they told me they were supplying the same, multi ply floor, not some cheap alternative.

I ordered a good, solid multi ply engineered oak floor, based on the sample sent to me -oiled & brushed 180mm.

They accepted the order, then called to say “sorry, that’s out of stock, we can provide an alternative- a better product at the same price”.

I asked what the difference was- I was told it was 190mm wide, not 180mm & the boards were fixed lengths rather than mixed, other than that, it was EXACTLY THE SAME.

I accepted this, & left the contractors to accept delivery & start fitting the floor. When I went onsite to see how it was going, I was told the floor was taking way too long to fit- it was a poor quality the fitters hadn’t seen for many years.

Sure enough, when I checked, they had supplied a flimsy 3 ply, rather than the contracted multi ply- a far inferior & cheaper product.

They had this 190mm listed at a higher price on the website, even though it should be a cheaper product, which makes me wonder if this kind of “upgrading” orders is a common policy for them- has anyone else experienced this?

They tell me that the 180mm product only went out of stock the day I ordered it, and it would not be coming back in, yet 6 weeks later, it is still listed on their website. - strange?

Since my complaint, it seems they have removed this 3 ply rubbish, but I am stuck with it.

(They even tried to argue 3 ply was the same quality & more expensive, even though their own website said otherwise:

"If you are working around a tight budget but require an engineered wood floor, it is best you have a browse around for a three ply construction, as the manufacturing is much cheaper as the factories are simple only gluing and pressing three pieces of wood together whereas multi ply flooring has multiple layers that need gluing and pressing.

So a summary of this blog is multi ply is slightly more durable than 3 ply, but 3 ply is cheaper to purchase. So it depends on what your requirements are as a customer.")

Avoid.

I recently ordered some oak flooring,underlay & glue from Luxury Flooring. On the agreed delivery day, I waited at home all day, but they did not turn up. At 5.15pm, I called the customer services dept, but nobody picked up the phone. I also went online, as you can speak to someone that way, but again could not get a response.

The next morning, as I was on my way to work, I received a call from the delivery guy to say he was outside the house! Nobody from LF had informed me that the delivery would arrive a day late, so his phone call was completely 'out of the blue', and because I was on my way to work, I had to re-arrange the delivery to a friend's house, which to be fair the delivery guy agreed to do.

I then decided to call Luxury Flooring customer services to find out what was going on i.e. why the delivery did not turn up on the correct day, and why nobody answered the phone from 5.15 - 6pm, or indeed let me know what was going on. Also the delivery only included the wood flooring (not the underlay or glue), so I needed clarification on where that part of the order was, and lots of other issues.

The guy I spoke to at Luxury Flooring was the most obnoxious, rude and unpleasent person you could imagine working in customer services. He completely forgot I was the customer and somehow managed to turn things around like it was my fault....i.e. 'what do you expect me to do if the delivery doesn't turn up, i can't ring every customer and let them know what is going on'. Also - 'what do you want me to do about it if nobody answered the phone here when you called at 5.15pm .... i can't help it if everyone is busy' !! Because he was being so passive agressive and vile, I asked to speak to the manager. He questioned me as to why I would want to speak to a manager, and what exactly was I going to ask them. He then lied and said he managed the place, and there was nobody else I could speak to or indeed send an email to !!

So, I then had to re-arranage delivery of the flooring from my mates house to mine (at a cost). To add to the saga, the underlay and glue delivery came seperately (without us being informed). We were out when it was delievered, so it ended up at a collection point about 2 miles away. We picked it up on Friday and low and behold, there was no glue in the delivery, just the underlay. As you've guessed I did not bother ringing back Luxury Flooring, and certainly will not be dealing with them ever again. On a positive note the oak flooring looks good !!

Ordered finished flooring with strict delivery deadline (was 8months pregnant). A couple of days before delivery they phoned they do not have the product and would have it in a month. We wanted to cancel and order elsewhere (their products are all available elsewhere for the same price). They convinced me to agree that they will send unfinished product and appropriate oil separately and I myself, heavily pregnant, can easily apply on site with exactly the same results as what I ordered. I asked a professional flooring company to apply (didn't really feel like doing this myself!). The results were disasterous with white marks all over - the oil was tinted. Two independent experts confirmed the type of oil provided was not appropriate for in situ applications hence inappropriate. Luxuryflooring refused to admit mistake. Run by two under 30 people, we should not expect honesty, I was told by a trade person.

I ordered a sample of "brushed and oiled" solid floor. It arrived quickly and I really liked it so went ahead and ordered 1300 pound worth of product. They also offered free underlay - that's great I thought ! How wrong was I...

Free underlay never arrived with the floors. The product I received was nothing like sample, the boxes were labelled "brushed and lacquered" but the shop claimed they were mislabeled. So I opened the box and of course they were not oiled floors I ordered and paid for. Instead of admitting mistake was made staff went into FULL denial claiming this is same product and they do not see difference in photos I sent them. It took them TWO WEEKS to pickup the floors and ANOTHER TWO WEEKS to refund money to my bank account. Later I also noticed they have charged for 42.24m2 and delivered 41.472m2.

My advice - STAY AWAY you have been warned!